Dynamics 365 CRM - System Administrator

Who are we:

Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries, including banking & financial services, insurance, retail, higher education, food, healthcare, and manufacturing.

The Role:

To play a key role in providing brilliant technical support and customer service for our clients. The core focus of the role is to deliver first class service, advice and technical support to our customers, through the highest standards of integrity, efficiency, knowledge and co-operation primarily on our Microsoft Dynamics 365 platform.

The objective of the role is to provide the interface between our schools and staff and IT in order to ensure that an agreed level of customer satisfaction is achieved and that the service consistently delivered is to the standard required.

Key Accountability:

• As a Dynamics 365 System Administrator, you will provide support and troubleshooting services on issues with the platform and any third-party tools. You will also manage the security, users, roles, profiles and groups.
  
• You will be required to assist with the development of new CRM functionality as required by the organization.
  
• You will work closely with Global Product Owners to implement changes and enhancements and to help grow the modules and process on the Dynamics 356 platform.
  
• You will play a key part in the Business-As-Usual Support Team, as a point of contact for the CRM system across all regions and be responsible for maintaining and supporting the system ensuring the system is kept up to date with the latest upgrades and updates.

Requirements

• System administration
  
• Technical Support and customization
  
• Configuration of the Dynamics CRM system.
  
• Providing 2nd, 3rd level Dynamics 365 Incident analysis and support, resolving incidents as appropriate within the specified guidelines.
  
• As a member of the Service Desk 2nd, 3rd line team, act as technical escalation for the 1st line team, assigning calls to technical specialists where initial problem resolution is not possible.
  
• Working cooperatively with team members and colleagues, contributing positively and constructively to the achievement of team and organizational objectives, taking proactive accountability and ownership of own actions
  
• Taking proactive responsibility for communication during Major Incidents, providing updates as required
  
• Accurately logging and maintaining real time updates for all Service Desk Incidents (tickets) using our Service Management Tool, ensuring appropriate communication with colleagues and key stakeholders always.
  
• Performing trend analysis, identifying, and reporting trends to the Application Support Manager so that the appropriate corrective action can be taken.
  
• Proactively escalating Incidents when Operating Level Agreements are expected to be breached, or where technical or functional escalation is needed.
  
• Performing CRM solution deployments & troubleshooting

Essential -

• Excellent communication skills, both written and verbal
  
• Demonstrable technical Support team experience with D365
  
• Experience with customization and configuration of Dynamics CRM
  
• Experience with workflows and UAT testing
  
• Experience as a System Administrator with support/upgrades, configurations, maintenance, etc
  
• Experience supporting global applications in multiple time zones
  
• Experience supporting external customers
  
• Thirst for further development and learning
  
• Well-organized with exceptional attention to detail
  
• Good customer approach/very customer centric
  
• Self-starter, ready to hit the ground running
  
• Flexible working, able to support different time zones as required
  
• Performing CRM solution deployments & troubleshooting

Desirable

• ITIL Foundation certification
  
• Knowledge of associated technologies such as Microsoft Office 365 and Azure DevOps
  
• Release management experience, (Solid understanding of project management principles preferred)
  
• Hands on experience of Microsoft Dynamics CRM development
  
• Knowledge of SQL server
  
• Experience with managing 3rd party tools and extensions
  
• Open to cross-skilling and upskilling on other systems and platforms